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eBay.ch We are simplifying cart abandonment
We’re simplifying the cancellation of purchases for both buyers and sellers: Using the Cancel purchase button, buyers can now request a cancellation until the item has been marked as “shipped”. This makes the buying process more user-friendly and easier. This increases trust between you and your buyers and encourages repeat purchases.
In our tests, this change led to a significant 25% improvement in buyer satisfaction, and thus a higher likelihood of repeat purchases. This change resulted in only a minimal increase in cancellation requests, with the average cancellation rate remaining at a total of 1% and an increase from 0.9 per 100 transactions to 1.1 per 100 transactions.
Questions and answers
Here’s how it works
How can I see and respond to purchase cancellation requests?
When a buyer requests a cancellation, you will continue to receive a message in My eBay. You can also find orders with cancellation requests in your Seller Hub Pro > Orders > Cancellations.
You then have 3 days to accept or decline the request. For orders that have already been paid for, eBay automatically declines the request after 3 days. However, it’s recommended that you respond quickly.
You choose whether to accept or decline the cancellation. Our recommendation: If possible, accept the request, especially if it’s submitted within minutes or a few hours after the order. It has been shown that this can help avoid many return requests or cases for items not received, and that buyers are happy to use eBay again for their next purchase.
When does the new purchase cancellation policy take effect?
It will take effect on August 28, 2024. Requests may still come in via direct messages for a while until buyers have adjusted to these changes.
What happens if I accept a cancellation request?
After you accept a cancellation request, we automatically arrange a full refund to the buyer and, in accordance with our fee credit policy, a fee credit to you. If the listing is a single item or a Buy It Now item, the item will automatically be relisted unless, when cancelling the purchase, you answer no to the question asking whether you want to relist the item .
Protective measures
What happens if a buyer leaves negative feedback because I declined their cancellation request?
eBay protects you by removing negative or neutral feedback for these orders.
What protections are there if I’ve already shipped the item? After shipping the item, upload the tracking details to eBay right away and set the order status to “shipped”. Once an order is marked as “shipped”, buyers can no longer request a purchase cancellation.
If a buyer requested a cancellation before you were able to update the shipping status, and you have already shipped the item, you can decline the cancellation request.
For more information on marking an item as “shipped”, see our help article.
What happens if someone wins an auction, then doesn’t pay and requests a cancellation?
You have 3 days to accept or decline the cancellation request for an unpaid item. Cancellation requests for unpaid items are automatically accepted after 3 days if you haven’t responded.
eBay has implemented control mechanisms and takes action against buyers who frequently fail to pay. We preemptively exclude such buyers from bidding. Do not ship items before payment has been confirmed, and make sure all communication takes place through eBay so we can help you if needed.
Modified and personalized items
I sell modified/personalized items on eBay: What happens if the order has already been processed at the time of the cancellation request?
Before you decline the request, explain to your buyer in a direct message why you’re doing so. If you handle all communication through our platform, we can support you if the buyer requests a refund through the respective payment provider.
